Frequently Asked Questions

Do you provide free samples?

Yes – free samples are available upon request. All you need to do is to fill out the form on the right, and our team will get back to you as soon as possible.

If you want to know more about our products, you can also reach us on 1300 884 811 or contact@eskilled.com.au. We can provide you with a customised quote or a personal walkthrough of the resources to get a full overview of what you can expect.

When uploading the SCORM files to our LMS site, we encountered an error which says “An imsmanifest.xml file was found but it was not in the root of your zip file, please re-package your SCORM.” How do we proceed?

If you see this error, it means there is a mismatch between the readable data of the Moodle and how the SCORM was packaged.

Kindly view this link to see the steps on how to troubleshoot an xml Manifest Error.

We do not seem to have the file version we need. How do we get the needed files?

If you think you do not have the files that you need, please send us an email at support@eskilled.com.au so that our team can further assist you.

I uploaded and tested the SCORM material, but the Moodle differs from the result in SCORM (unable to reflect completion status).

Make sure that only quiz tracking is turned on when customising a chapter (Publish > Reporting and Tracking > Tracking).

Otherwise, you could get in touch with our support team at support@eskilled.com.au so we can help you with your enquiries.

We need SCORM 1.2 but it seems like we have received a different version of the files.

In this case, our team will republish the .story files to SCORM 1.2. Kindly send us an email at support@eskilled.com.au for assistance.

Are your training resources validated?

Our resources are written to meet the unit requirements. The variety of assessment methods we use has been validated by our team.

To make it more convenient for trainers in meeting long-term compliance, these RTO training resources have been developed in accordance with benchmark answers.

Do your resources guarantee compliance?

From eSkilled’s experience with taking RTOs to audit, “compliance” is subjective and varies based on each auditor’s expectations, interpretations, and opinions. Therefore, it is impossible for us to guarantee compliance. However, what we do guarantee is the quality of our training and assessment tools.

If you encounter any issues with our materials at audit, rest assured that we have a rectification assistance guarantee. Our rectification assistance guarantee is only applicable to resources developed under eSkilled, Compliant Learning Resources, Precision RTO Resources, TotalVET Training Resources, and RTO Learning Materials.

More information about this guarantee can be found in our license agreements.

To ensure that we consistently produce cutting-edge and credible resources, our development team follows industry best practices and includes several quality assurance steps during the development process such as multiple rounds of validation and Subject Matter Expert (SME) consultation. Being around for over a decade now, we continuously refine and improve our assessment processes through personal and client feedback from taking materials to audit. Our materials are also extensively mapped to see where unit requirements are met.

Can you explain how your rectification assistance guarantee works?

Rectification assistance is provided in case you come across any issues with our training resources during an official audit. This guarantee applies to materials developed under eSkilled, Compliant Learning Resources, Precision RTO Resources, TotalVET Training Resources and/or RTO Learning Materials.

NOTE: Our rectification assistance guarantee is applicable to purchases of units which are part of a COMPLETE PACKAGE of learner resource, student assessment workbook, trainer manual, assessor assessment book and PowerPoint on the digital unlimited student license model. We are NOT able to provide rectification for those who purchased a single unit only.

Will the assessment meet audit?

We are confident that our resources will meet audit requirements as they have been edited by an independent quality consultant. However, every auditor’s interpretation of RTO’s standards is subjective. Rest assured that we have a rectification assistance guarantee if you come across any problem with the RTO materials.

How can I claim the audit rectification guarantee?

Kindly send us an email at support@eskilled.com.au at least seven (7) days before your official audit to claim your audit rectification.

What if my auditor still has issues even after rectification?

In this case, you could send us a copy of your audit report specific to the assessment tools where issues have been found and we will perform rectifications (where necessary) free of charge. We do require a minimum of twenty (20) business days’ notice for rectification requests.

Please submit your audit report as soon as possible if you have a deadline to meet to give our team ample time to evaluate and complete your rectification.

How can I access my resources if the link to our folder expired?

Links are provided to clients upon delivery which can be accessed for a maximum of seven (7) days. If you were not able to download the resources within the given timeframe, you may request a new link to be re-sent to you. You could give us a ring at 1300 884 811 or email us at support@eskilled.com.au.

Do I have to pay for my order in full?
Yes, we need to receive your full payment before you receive our digital products. 

What modes of payment do you accept?
We accept credit cards, EFT (Electronic Funds Transfer), and cheque payments. You can also check out your order on our website. 

For credit cards, we are accepting Visa, Mastercard and AMEX. For EFT, bank transfers are most preferred. Payments via credit card usually reflect faster in our accounts as compared to bank transfers.  

Please note that we do not accept payments over the phone for security reasons. If you need further assistance with purchasing, feel free to reach us at 1300 884 811 or email contact@eskilled.com.au.  

What is your standard order process?
Once you have finalised your order with us, here is how we process it: 

Invoice – Your payment may take up to 1-2 business days to clear to our account and finance to verify receipt of payment. We will confirm any other details upon receipt of your payment before sending a license agreement for your signature. 

License – Upon payment verification, a link will be sent to you by our team to sign the digital license agreement/s after 1-2 business days. This is a necessary step to ensure that you have read and agreed to our terms and conditions of sale before receiving your full order. Returning the signed license agreement/s to us as soon as possible would put you higher up the delivery queue.  

Delivery – Orders are processed on a “first come, first served” basis. Our standard delivery timeframe is 3-5 business days, depending on the volume of orders we have. All complete orders go to our delivery queue once payment, signed digital license agreement/s, and other required information have been received. Any delays to those steps may result to longer processing and delivery time of your purchase. Pre-orders will vary in delivery time as they are dependent on their respective estimated timelines of availability. 

How soon can I get my pre-orders?
Our products for pre-order have different estimated dates of availability. Therefore, the delivery time of these resources will vary. For more information, you may contact our team on 1300 884 811 or email contact@eskilled.com.au.  

Where can I get a copy of my tax invoice?
Our team will send you a link to your invoice upon confirming your purchase with us. Through that link, you can download a PDF file of your invoice which serves as your official receipt. 

I need to update my details in my invoice (contact details, modify purchase, specific instructions, etc.). How can I do this?
These can be updated upon request and would take about 24-48 hours to be processed. 

The total in my invoice is showing the incorrect amount, and I have already paid. How can this be fixed?
Please inform us as soon as possible so that our team can amend it to reflect the correct amount. The turnaround time for doing the update on your invoice is 48-72 hours. Call 1300 884 811 or send us an email at support@eskilled.com.au.   

Do you have promos or sales?
Yes, we have plenty of seasonal promos and sale periods all throughout the year! You can sign up for our email alerts so you can be one of the first to know about our exclusive deals. 

Can I get additional discounts if I order in bulk?
If you placed your order during a sale period, we cannot offer you further discounts. For purchases made during non-sale periods, discounts are subject to manager’s approval. 

Do you offer refunds? 

eSkilled abides by the Competition and Consumer Act 2010 wherein eSkilled is not required to provide you with a refund under the following conditions: 

– Change of mind
– Misuse of product
– Made aware of the faults of the product beforehand
– Altered or changed the materials against the advise of eSkilled 

You are entitled to a refund if the resources you received are:
– Unsafe.
– Significantly different from the description.
– Does not do what is advertised.
– What you asked for cannot be easily fixed. 

Products that are entitled to a refund will be repaired by eSkilled within a reasonable time. You also have the choice to either request for a replacement or a refund. An alternative option is to keep the item and we will compensate you for any drop in value. 

For any refund request, we require you to provide clear and detailed feedback about how you believe the product is deficient or defective (e.g. a validation report or references to specific pages, chapters or tasks you think have an issue). 

Reach us at  1300 884 811 or send an email to support@eskilled.com.au. You may also visit our Returns and Refunds Policy page here for further information. 

Do all of your products have access to a simulated workplace? 

Simulated business access is applicable to select resources.  

If the resources I purchased have access to a simulated workplace, where can I find my logins?
Your login credentials are provided to you upon delivery of your RTO training resources.  

In case you are unable to locate your logins, kindly give us a call at 1300 884 811 or email us at support@eskilled.com.au.  

Can I get free resource updates?
Yes, we offer free training resource updates to a new qualification or unit release with minor changes. Auditor feedback and changes in legislation, regulation and industry practices are put into consideration for our quality and compliance updates. 

However, we do not offer free updates for extensive or major release updates. A small upgrade fee is charged to cover the cost of rewriting. For existing clients, we occasionally provide a discounted upgrade price. 

We are confident that, with our rigorous and robust instructional design and quality control process, you will continue to receive outstanding and validated training and assessment tools. 

Can I remove copyright marks from the documents?
The copyright for the training resources remains with eSkilled under all our licensing models. All our resources come in a digital, editable format which means that you can freely modify, contextualise and customise these to meet your RTO’s requirements under this license type. However, copyright acknowledgment is still required to be kept in the inside cover of each document (the section titled “Copyright Notice”). We also need the mark “© eSkilled” to be kept in the footer of each page.